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How can you maintain open communication with clients during an event?

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As an event producer, you know how important it is to keep your clients informed and satisfied throughout the planning and execution of an event. But how can you maintain open communication with them during the event itself, when things can get hectic and unpredictable? In this article, we will share some tips and best practices for staying in touch with your clients during an event, and how to handle any issues or feedback that may arise.

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Jefferson Sumancha

Corporate Communications and Marketing coordinator Kenya Water Institute | BCom Marketing| Dip. Project Management.
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Produtora Executiva / Operacional | Entretenimento | Profissional 50+

1 Establish expectations

Before the event, you should have a clear agreement with your clients about how and when you will communicate with them during the event. This may depend on the size, scope, and nature of the event, as well as the preferences and availability of your clients. For example, you may decide to have a daily briefing, a weekly report, or a real-time chat app. You should also clarify what kind of information they want to receive, such as attendance, budget, feedback, or performance metrics. By setting expectations upfront, you can avoid misunderstandings and confusion later on.

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Elisangela Souza

CEO & Founder na IDE Social Hub | Gest?o de Projetos | ESG Top Corporate Sustainability Voice LinkedIn | Inclus?o, Diversidade & Equidade
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Para manter uma comunica??o aberta com os clientes durante um evento, é essencial utilizar uma abordagem multicanal. Além de canais tradicionais, como e-mail e mensagens, redes sociais e aplicativos de mensagens instantaneas oferecem plataformas dinamicas para intera??o em tempo real. Criar conteúdo envolvente e informativo relacionado ao evento, como atualiza??es, bastidores e destaques, ajuda a manter os clientes engajados. Estabelecer uma hashtag específica nas redes sociais facilita o rastreamento das conversas e promove a participa??o dos clientes. Também é importante oferecer suporte proativo, respondendo prontamente a perguntas e preocupa??es, garantindo assim uma comunica??o transparente e contínua ao longo do evento.

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Nisha Espy

Event Planner / Producer
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The number one way to start off on the wrong foot is by not having a clear understanding on what to expect. In my past experiences, what has worked for me was to create monthly, weekly, and daily reports that highlight specific information pertaining to our event. By setting those expectations up front, and getting ahead of any questions or concerns that might arise, you'll avoid any type of confusion or misunderstandings later on in the production.

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Obiajulu Nwabuzor, CSEP

Certified Special Events Professional
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Communication and setting clear expectations is key. I have found that an event briefing 1-2 days before the event where all documents, run of shows, and details (such as how and when communication will occur) are reiterated verbally allows for a smooth event. Our clients are busy and may not read emails and documents thoroughly. Having dedicated time to walkthrough everything and answer any last minute questions in advance of the event helps all parties stay calm once the event launches.

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2 Choose the right tools

The tools you use to communicate with your clients during an event should be reliable, convenient, and secure. You don't want to lose contact or compromise sensitive data because of technical glitches or poor connectivity. You should also consider the format and frequency of your communication, and choose the tools that best suit your needs. For example, you may use email for formal updates, phone calls for urgent matters, or video conferencing for visual presentations. You may also use a project management software or a cloud-based platform to share documents, files, or feedback.

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Jefferson Sumancha

Corporate Communications and Marketing coordinator Kenya Water Institute | BCom Marketing| Dip. Project Management.
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To maintain open communication with clients during an event, ensure clear and regular updates via emails or messaging platforms, establish a designated point of contact, utilize event-specific communication tools, and encourage feedback through surveys or direct conversations.

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3 Be proactive and responsive

One of the key aspects of maintaining open communication with your clients during an event is to be proactive and responsive. This means that you should not wait for them to ask you questions or raise concerns, but rather anticipate their needs and provide them with relevant and timely information. You should also respond to their messages or calls promptly and professionally, and acknowledge their feedback or requests. By being proactive and responsive, you can demonstrate your competence and commitment, and build trust and rapport with your clients.

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Cecilia Lukaszewsky

Event Planner and Designer | SBO
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You must maintain open communication by assigning a dedicated contact person for clients to ensure prompt addressing of concerns and utilizing various communication tools like messaging apps, emails, and event platforms to keep clients updated on schedules, changes, and any unfolding issues.

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4 Manage expectations and challenges

Even with careful planning and preparation, you may encounter some unexpected challenges or issues during an event. These could be related to logistics, vendors, attendees, or other factors. When this happens, you should communicate with your clients honestly and transparently, and inform them of the situation and the solutions you are implementing. You should also manage their expectations and avoid making promises you can't keep. For example, if there is a delay or a change in the agenda, you should explain the reason and the impact, and offer alternatives or compensation.

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5 Solicit and share feedback

Another way to maintain open communication with your clients during an event is to solicit and share feedback. Feedback can help you improve your performance, identify areas of improvement, and measure your results. You can solicit feedback from your clients directly, or from other sources such as attendees, vendors, or staff. You can use different methods to collect feedback, such as surveys, polls, interviews, or social media. You should also share the feedback with your clients, and highlight the positive aspects and the action points.

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Simone Praxedes ?????

Produtora Executiva / Operacional | Entretenimento | Profissional 50+
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Muitas s?o as etapas que necessitam de aten??o durante o planejamento e a execu??o de um evento, porém o feedback dos clientes, parceiros, fornecedores e participantes é o que pode contribuir para gerar melhorias e principalmente para entender se os objetivos foram alcan?ados ou n?o. é possível realizar o feedback em etapas que, nesse caso, podem nos ajudar a ter uma vis?o geral ao longo do evento, servindo como uma bússola e nos orientando, caso seja necessário realizar alguma mudan?a em tempo real. Já o feedback pós-evento é essencial se você planeja outros eventos ou outra edi??o do mesmo evento e, especialmente, demonstra sua preocupa??o com seus clientes e o quanto a opini?o deles é importante.

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6 Follow up and thank

After the event, you should follow up with your clients and thank them for their collaboration and trust. You should also review the feedback and the outcomes of the event, and discuss the next steps or the future opportunities. You should also ask them for their testimonials or referrals, and share your portfolio or case studies. By following up and thanking your clients, you can maintain a positive and lasting relationship with them, and increase your chances of repeat or new business.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Zeinab Kassem

Certified Event Management Expert - Event Essentials Trainer and Owner of à Vie | Event Management
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Key to maintain communication with my clients : - Always share key information , make it a collaborative work ; - Address any concern promptly and with complete transparency & honesty to create a solid - trustful relationship and a repetitive business . - Last but not least , keep the communication channel open after the event ; a greeting card , a gift during festive seasons or anniversaries is not a bad idea after all ;)

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How can you maintain open communication with clients during an event?

1

2

3

4

5

6

7

1 Establish expectations

2 Choose the right tools

3 Be proactive and responsive

4 Manage expectations and challenges

5 Solicit and share feedback

6 Follow up and thank

7 Here’s what else to consider

Event Production

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How can you maintain open communication with clients during an event?

1

2

3

4

5

6

7

1 Establish expectations

2 Choose the right tools

3 Be proactive and responsive

4 Manage expectations and challenges

5 Solicit and share feedback

6 Follow up and thank

7 Here’s what else to consider

Event Production

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